Michael Hinshaw
Michael Hinshaw
Michael Hinshaw is president/CEO of McorpCX, a customer experience company helping companies radically improve business performance by transforming how they interact with their customers. A mentor and teaching fellow at UC Berkeley's Haas School of Business, Hinshaw is also co-author of the best-selling book Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How to Be One of Them.
Don’t Be Stupid: Keep It Super Simple
A recent Corporate Executive Board study indicates that customers of companies that focus on simplifying customer experience are 86 percent more likely to follow...
Why ‘Sorry, We’re Closed’ May Close You Forever
Yesterday's customers were future-oriented. "When can you get this to me?" they asked. Prices were fixed, customers came to you, and you had plenty...
What Your Company Can Learn From Tesco And Peapod
You know the relationships between your customers and your company are changing. Driven by digital disruption and radically increased expectations for easier and more...
Customer-Journey Mapping: 10 Tips For Beginners
Most executives know the importance of becoming more customer-centric. They're also aware of the increased significance of differentiating on customer experience as competitors focus...
How Customer Experience ‘Top Performers’ Get There: Outside Expertise
Why is customer experience improvement such a hot topic? Because it significantly drives revenue. Directly tied to increased customer loyalty and a proven driver...
Customer-Centric Companies, Rejoice! The Era Of Big Data Is Upon Us
Every time your customers interact with a Web site, a record of their actions is created. Each time a digital device is used, a...
Six Steps To Customer Experience Improvement (Part 2)
In a world of rapidly evolving smart touchpoints and even smarter customers, no business can afford to stand still. In fact, the pace of...
Six Steps To Customer Experience Improvement (Part 1)
There's no doubt: The race to differentiate on customer experience is on. In every industry, companies are trying to "get customer-centric" to stand out...
The Role Of Brand In Customer Experience
Fundamentally, your brand is made up of the network of associations among your customers, employees, management, and other stakeholders, as well as the feelings...
Smart Customers To Target And Other Retailers: ‘Quit Whining’
Showrooming is what happens when a consumer walks into a brick-and-mortar store and uses his smartphone to compare pricing, options, and availability online--buying the...
What’s A Company To Do When Its Customers Develop Superhuman Powers?
From his ability to fly to X-ray vision and other enhanced senses, Superman has among the best-known catalog of powers. Coming from another planet,...
The Future Of Customer Experience? It’s Getting Personal
No matter what business you're in, a growing percentage of your customers are nearly always connected, with instant access to more advanced tools and...
The Key To Customer Experience Is Customer Understanding
One of the most common barriers to being intelligent about customer experience is lack of customer knowledge or understanding. When we talk about segments...
Avoid Customer Experience ‘Fails’: 9 Tips from Generation Z
Part of the teen-to-young-20s vernacular, a "fail" is, among other, things "the glorious lack of success" and "something that is bad or poor at...
How Smart Are Your Touchpoints?
Touchpoints are increasingly interactive (and smarter). As with the many disruptive technological innovations that came before, the mobile Web and ever-connected "smart customers" who...
9 Ways To Be More Customer-Centric
Do you really want to be a customer-centric company? It sure sounds good. But if you're an established company with siloed data, lack of...
Are Your Touchpoints Pushing Customers Out The Door?
Every time your company or your brand interacts with a customer—online and off, in-person or not, between or about your organization and any member...
Must You Be Small To Be Customer-Centric?
As they grow, it's surprising how many companies seem to get further and further away from what made them successful in the first place—their...
7 Ways To Radically Improve (Reinvent) Customer Service In Your Industry
In 2011, a whopping 1 percent of consumers said their expectations of good customer experience are always met. Add this to the 89 percent of...
The Secret To Improving Your Touchpoints? Map ‘Em
In a company of scale, it's easy to allow a discussion of touchpoints to descend into paralyzing complexity; we regularly work with companies whose...